Virgin Media Reviews 

Avoid, if I could give zero stars I would. Terrible billing nightmares throughout, poor customer service teams on the phone with long tedious scripts. Never had a call that took less than 50 minutes amd most over 1 hour.

We received amazing help from Dan & Steve (technician ID 12411) who attended our property to carry out a full assessment of our cabling and what would be needed in order for us to get broadband working, Daniel came out first and carried out the initial assessment and was really friendly and helpful and ensured that his appointment was promptly followed up by a technician to complete the broadband installation in our home, both Dan & Steve were extremely helpful, professional and really installed confidence in virgin media, both gentleman were really friendly and extremely helpful we could not thank them enough for their time and effort in getting our broadband installed and running.

If I could rate lower than 1 star I would. I've been having issues with only my upload Speed for over a month now. Virgin have been nothing but useless. Was originally blamed on my end for being at fault when I had tested every cable myself and new cables. After a while they finally sent someone out, the guy was nice, checked the fiber line and found no fault, told me was the hub 4 so he replaced it with a hub 5. There was no improvement whatsoever and when trying to get I contact with them I've been left with nothing but silence. My last reply from them was on the 1st of July. They said they could send out a higher level engineer to check the line. I replied the next day saying I was free the dates they provided and heard nothing since. I have sent 2 follow up emails and nearly a month later still nothing.
Since they got fined by ofcom I have noticed my upload speeds have improved so I have a feeling that has something to do with the improvement but I have yet to hear back from them or know what the issue with. I've supplied evidence to them of my upload speeds and still monitor it hourly and keep the results logged. And still no follow up from them.
The custome service is absolutely useless and all the people I have been in contact with seek to have no clue what they are talking about.

Disgusting company with no problem supplying an intermittent internet connection at a high price. Every 2 days my internet goes down but not long enough to receive their insulting compensation of £5 for a 24 hour period. Been with Virgin years and have no problem with engineers just the company who are greedy and leave you with no internet and don’t care as long as you pay them an over priced charge…

Got multiple boosters with them. Package that offer 500mbps and im only getting 90mbps on a good day. Ive called and complained constantly and they do nothing about it. It took 5 years to to get a new hub with them. They're terrible And will not be going back with them again!

Have been with Virgin for years. And never experienced anything like the last few weeks. The service the last 2 weeks has been poor. Engineer booked to change boxes, took time off work no one turned up. I couldn’t VM 3 times prior and was told not to worry it was all booked! The 3rd person had actually booked it for a different Friday… I had screen shots to confirm what was said. Rebooked for a Saturday they arrived this time, 3 days later boxes don’t work. 3 days before another engineer can come out, another day off work to wait.

The technician who done the work was excellent

Called up as a prospect customer for some "easy" information, spoke to someone in sales who unfortunately was not able to answer my question.

I was passed around from pillar to post to confirm if CGNat IP leasing was used or if it was just Dynamic.
Prior to the call I found conflicting information, this triggered the call, several agents not able to confirm this.

Requested escalation or a case to be raised to a department that would be able to provide me this information, but I was met with pushback from their agents.

When I finally spoke to the manager, they eventually managed to get the information requested, when requesting for the call recording I was placed on yet another hold where the manager ended the call on me.

I was on the phone for over an hour.

This has to be a joke, I will also be sending an email across to their head office as clearly there are several issues with their customer service and technical support team.

Aaron my engineer was a great help at getting my new Broadband up and running .
He was very courteous and even asked for a vacuum cleaner to clean up the dust caused.by the installation

Terrible company with terrible internet. Shocking connection almost all of the time. Absolutely awful.

Service is generally ok, but i feel like they cheated me.
Last year they sent me an email with an opportunity to upgrade my router because they newer models had to be used. So when I went through the process they want a £50 connection fee at the end, buried at the bottom of the page.
So I left it, suprise surprise a few weeks later I was told I had to upgrade my router and they would send me a free one out (no additional charges). So it looks like the earlier £50 fee was an attempt to get something out of me.
with the new router I get the opportunity to upgrade my speed for a small fee, I think it was £6 a month or something. Thought why not, now somewhere buried in that process it may I have said this would mean I'm exiting my current contract and starting a new one. All I saw was terms and conditions apply. It was certainly not in a prominent position as it should have been. Now at this time I was 15 months into a 24 month contract with a decent discount. A month before my discount ended I went to compare other suppliers, to my shock discoverd I was 8 months into a new 24 month contract .
What is worse I am now paying nearly double compared to what a new user pays. Needless to say when this contract is up for renewal I'm off.

Would give 0 stars for this shambles of a “service”. Moved house and have been promised on a number of occasions there will be a site assessment. A week has gone by and nothing! No sign of an engineer and no service provided. My elderly parents have no connection with very poor reception. Stay away from this awful company! The only reasons we haven’t left is the outstanding contract. They take your money and provide ZERO service! There’s a name for that!!

Internet was down for three full days during a work-from-home week and the only response was a scripted apology, nothing offered for the downtime.

4 years and 18 days of suffering . To get out of contract you have to be are artist .For Virgin intermittent connection is normal and quick fix is solution . 12 engineer visits ??

It has been over a month waiting for a refund of £105 and still not paid. They are very quick to take money from you but seem to have no intention of paying back what is owed.

No wonder they got given the largest fine ever issued by OFCOM.

Absolutely appalling. If I could rate them zero stars I would

I contacted Virgin Media because my contract had already expired and I wanted to cancel my services, as I had arranged a switch with a new provider (Rise Fibre).
From the beginning, the experience was incredibly frustrating and customer-unfriendly. I was transferred between several agents (Acharya, Russel, Carllynne Jean, Amit, etc.), had to repeat the same information multiple times, and was constantly offered new deals even after clearly stating several times that I did not want to renew.
When trying to proceed with the One Touch Switch, my new provider informed me that Virgin Media was denying the request. After multiple long conversations, the agents kept insisting on a 30-day notice period, even though my contract had already expired. I was told I would continue to be billed during this time, despite having a new service already installed.
The entire process felt deliberately complicated and designed to make cancellation as difficult as possible. I wasted several hours over multiple days just trying to end a service I no longer wanted. The customer service was unhelpful, repetitive, and showed very little respect for the fact that I was no longer under contract.
Case Number: C-2207262832
This has been one of the worst customer experiences I’ve had with any company. I will definitely not recommend Virgin Media to anyone.

Called Virgin Media and spoke to a representative, regarding my new contract. The lady Navia, could not have been more helpful. She really helped me, I was really frustrated, as I was confused with the new contract. Her telephone manner to me was outstanding and I cannot thank her enough! Many thanks...

Have no ideas how can I deal with them… No recommend this company at all!!!!

I have two house to using virgin, once I want to cancel one of that as contract finished, then they disconnected the line which I am using…

Called them, they reconnected and send a brand new contract with 24month length which I have never ever expected! Tried to sort it out, no way… getting more stress, I leave it.

The line which want to cancel still live and took an other few month going on…

Later I need move house, asked move my package.
They booked one day for connection, all looks ok. After moved my Netflix which included in my package not working, then I noticed they send again brand new contract with big bill?!! Same package price from £28 to changed £78!! No ideas how they calculated outstanding balance is £260.15???

Contacted many times, they asking all the story then pass to an other person, and repeated the story then pass me again to an other person, then this person asked again the story then later just out of chat without any mention!!! Took more than 3hours still not been resolved!!

Yesterday contacted them again, the stories repeated, spent more than 3hours again. Later they told me resolve team will call me back, when I asked their number, been told can’t give me?!… They keep repeating “Don’t worry at all, this is not your fault” and no anything sort it out!

This morning, I noticed they disconnect the internet?!!
I am tired deal with them now… I have no idea … feel headache when imaging contract them and tell the story again, spend an other few hours..

I am just regretting that didn’t check their review before order. Every time have any changes in your details they just send new contract with different prices without your agreement! Then your bills getting big and the contract length changing also, you will be stuck with them…

Worst customer service I have ever experienced. Following my broadband failing I contacted VM on the same day. It took 3 days for the first technician to turn up to look at my router which, was not the problem, it took another 2 days for the 2nd to turn up to look at the wire to the house which was not the problem either. After calling everyday and wasting hours on hold, the 3rd technician turned up on day 6 to look at my router again and stated he had no idea why he had been asked to come as it was not the problem. After repeated calls to VM and been cut off multiple times, I finally got through to someone helpful who stated that it would take anoth 12-14 days to fix. I stated that this was unacceptable and was told that I could exit my contract with VM without penalties. Within 30mins of this call, another manager rang me and stated that I would be charged over £400 if I changed service providers - I informed them of the earilier call and they stated that I was mis-imformed as this was not possible. This manger was rude and unhelpful. I called again and was put through to another manager who then told me that only one technician had attended and basically told me I was lying and told me that I could not be connected to the 4th august - over a month from been disconnected and again stated I would be charged if I changed suppliers. At this point I stated that I would seek legal advice as the contract is to provide internet connection which they have failed to do. I called agin and with a different manager agreed that I would change service providers without charge and got this in writting this time. Basically, this is not a company that I could ever recommend dealing with as the company culture is extreemly poor with customer service staff always very understanding but never follow up on their actions and the managers used threatening tactics to try and intimidate customers. I have nver experienced such poor service from a company and suggest that anyone using VM should look at the reviews before signing up.

Avoid this company at all cost I was with sky they told me they would give me a cheaper package and cancel my Sky for free I did that and I'm left to paying sky off because they legally cannot do this and then if you are late paying your bill you are charged a late fee Virgin Media I would definitely not recommend they are scam artists and Con artist they are known for lieung to people to join them